Customer Journey Manager

The Customer Journey Manager is responsible for overseeing and improving the entire customer journey, from initial awareness through post-purchase engagement. This job is responsible to manages the strategic design, implementation, and optimisation of customer experience programs and initiatives across all customer engagement channels that ensure a best-in-class customer experience.

KEY DUTIES & RESPONSIBILITIES

• Collaborate with cross-functional teams to map the customer journey, identifying key touchpoints, pain points, and opportunities for improvement.
• Develop and refine customer personas to better understand the diverse needs and preferences of our customer base.
• Plan, design, and oversee the Initiation and implementation of an overarching group loyalty strategy to increase customer engagement, boost retention, drive cross-selling/upselling opportunities and maximise sales.
• Perform in-depth target audience research and execute data-driven customer segmentation to ensure our loyalty program is customized according to each audience segment.
• Map Customer Journey by business and define and implement standards/procedures.
• Direct activities to research best practices, establish metrics, and collect and analyse customer data and feedback.
• Conduct surveys across group verticals to gather information on the customer experience and provide strategies to enhance it.
• Communicate a customer experience vision and defined goals to stakeholders that drive a consistent end-to-end customer experience across the organisation.
• Collect and analyse customer feedback and data to gain insights into customer behaviour and preferences.
• Create and manage customer segments to enable personalised engagement and targeted marketing efforts.
• Work closely with marketing, sales, product development, and customer support teams to ensure a cohesive and exceptional customer journey.
• Create and manage communication strategies that nurture customer relationships, including onboarding, upselling, and retention campaigns.
• Develop and execute retention strategies to reduce churn and increase customer lifetime value.
• Utilise customer relationship management (CRM) tools in coordinating and monitoring customer experience operations.
• Lead the design and implementation of customer experience initiatives/projects with the objective to continually improve the group’s Net Promoter Score.
• Mentor and provide professional development opportunities for junior team members.
• Uphold company values throughout business practices and use sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.

WORK EXPERIENCE

• A minimum of 5 to 7 years in related field.
• Proven experience in customer journey management, CRM, or related roles.

EDUCATIONAL QUALIFICATION

• Relevant bachelor’s degree in related field.
• Master’s degree is an added advantage.

SKILLS/BEHAVIOR ATTRIBUTES

• Strong strategic thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Leadership and team management experience.
• Proficiency with CRM software, marketing automation tools, and data analysis.
• Familiarity with industry best practices and trends in customer journey management.